BMC Helix Remedyforce vs. Issuetrak

Overview
ProductRatingMost Used ByProduct SummaryStarting Price
BMC Helix Remedyforce
Score 5.1 out of 10
N/A
BMC Helix Remedyforce is a cloud-delivered SaaS solution for IT Helpdesk and Ticketing Management.
$67.90
per user/per month
Issuetrak
Score 7.0 out of 10
N/A
Issuetrak is help desk ticketing software that optimizes team workflows, automates requests, and expedites solutions. From managing IT help desk tickets, to processing product line change requests, its features allow organizations from any industry to track issues, measure data, and scale their support operation.
$26
per month per user
Pricing
BMC Helix RemedyforceIssuetrak
Editions & Modules
BMC Helix Remedyforce
$67.90
per user/per month
Cloud Monthly Team Plan
$26
per month per seat
Cloud Monthly Support Plan
$77
per month per seat
On-Premises Lease Team Plan
$155
per year per seat
On-Premises Perpetual Team Plan
$206
one-time fee per seat
Cloud Annual Team Plan
$283
per year per seat
On-Premises Lease Support Plan
$464
per year per seat
Cloud Annual Support Plan
$850
per year per seat
On-Premises Perpetual Support Plan
$1,028
one-time fee per seat
Offerings
Pricing Offerings
BMC Helix RemedyforceIssuetrak
Free Trial
YesYes
Free/Freemium Version
NoNo
Premium Consulting/Integration Services
YesYes
Entry-level Setup FeeOptional$2,000 one-time fee per installation
Additional Details
More Pricing Information
Features
BMC Helix RemedyforceIssuetrak
Incident and problem management
Comparison of Incident and problem management features of Product A and Product B
BMC Helix Remedyforce
7.7
7 Ratings
7% below category average
Issuetrak
6.7
1 Ratings
16% below category average
Organize and prioritize service tickets9.07 Ratings7.01 Ratings
Expert directory6.05 Ratings4.01 Ratings
Service restoration9.07 Ratings00 Ratings
Self-service tools7.95 Ratings00 Ratings
Subscription-based notifications6.06 Ratings9.01 Ratings
ITSM collaboration and documentation8.07 Ratings7.01 Ratings
ITSM reports and dashboards8.07 Ratings00 Ratings
ITSM asset management
Comparison of ITSM asset management features of Product A and Product B
BMC Helix Remedyforce
8.0
7 Ratings
3% below category average
Issuetrak
-
Ratings
Configuration mangement9.07 Ratings00 Ratings
Asset management dashboard9.05 Ratings00 Ratings
Policy and contract enforcement6.03 Ratings00 Ratings
Change management
Comparison of Change management features of Product A and Product B
BMC Helix Remedyforce
9.0
7 Ratings
7% above category average
Issuetrak
-
Ratings
Change requests repository9.07 Ratings00 Ratings
Change calendar9.07 Ratings00 Ratings
Service-level management9.07 Ratings00 Ratings
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BMC Helix RemedyforceIssuetrak
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Score 9.0 out of 10
Medium-sized Companies
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Score 9.0 out of 10
Enterprises
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Salesforce Service Cloud
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Score 8.8 out of 10
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User Ratings
BMC Helix RemedyforceIssuetrak
Likelihood to Recommend
9.0
(12 ratings)
7.0
(1 ratings)
Likelihood to Renew
7.5
(4 ratings)
4.0
(1 ratings)
Support Rating
8.0
(1 ratings)
10.0
(1 ratings)
Implementation Rating
7.0
(1 ratings)
-
(0 ratings)
User Testimonials
BMC Helix RemedyforceIssuetrak
Likelihood to Recommend
BMC Software Inc.
[BMC Helix Remedyforce] is probably best suited for an MSP who needs to keep multiple clients separated. If you were an internal IT department I think the additional features it has would be lost. When dealing with an MSP who needs to know what software and what issues have effected specific clients it is very well suited to do that.
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Issuetrak
If someone is looking for a ticket management system or something to keep track of records in a cloud environment, IssueTrak is well suited to handle this need. It's a very simple and basic approach and after using it for 10 years, it is still just as easy to find what I'm looking for on previous tickets from years ago. The setup can get a little bit of a challenge and if you have a need to segregate users/employees into their own areas for workflow, it can be a little daunting trying to get it just right. Where I feel that IssueTrak falls short is if you need to keep track of CUSTOM FIELDS (fields that you input as searchable and trackable information) in the Dashboard area, where you spend most of your time looking to see what your workload and flow are like, is very limited, requiring you to dig a little further for what you want to see. Also, no ability to input physical addresses / GPS coordinates to be displayed on some sort of real-time map is also missing and could really boost what IssueTrak has to offer.
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Pros
BMC Software Inc.
  • An admin user is able to quickly create a request definition with all of its components from one screen. We use to have to go to the 7 or 8 different screens to create each piece of the request definition.
  • Ability to update multiple Incidents/Service Requests at once with the update button. This allows essentially an inline edit functionality within Remedyforce.
  • Change management schedule is a great feature as well to be able to see how changes align and what there expected start dates/times are.
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Issuetrak
  • Keeps expansive records over a large period of time.
  • Provides a simple way to look at your workload with dashboards.
  • Can be used on a company level with employees, but also can be set up to have customer interaction.
  • Additional modules are handy as well (Inventory tracking, Surveys, etc.)
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Cons
BMC Software Inc.
  • The ability to monitor/regulate the volume of tickets when you integrate with your monitoring software. We have so many items that trigger alerts, creating a ticket for each is somewhat overwhelming. Would like to be able to better control when an incident should be created.
  • Being able to report on Service requests and tasks together would be nice. Right now I have to do it separately as they are in different buckets, so to speak.
  • Remedy console is an improvement from where it started but can still be a cleaner interface for a tech to be able to work out of for their day to day work.
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Issuetrak
  • No place to physically MAP out your tickets (IE: Google Maps / Address Fields / GPS coordinates).
  • Dashboards and ticket items do not update in real-time, making users need to REFRESH to for the latest updates/dashboards.
  • Mobile app not as good as the desktop experience, especially for Dashboard views.
  • Can be a bit complicated to setup and get going. Segregation of departments / users can also be a little on the complex side.
  • Dashboards could GREATLY use the ability to display and track CUSTOM fields for quicker access to the information you want the most.
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Likelihood to Renew
BMC Software Inc.
The total amount of time spent from installation to configuration for a minimal ticketing system was 2 hours. Maintenance and customization for the application can be completed with a great amount of ease. In addition having a customer portal is an added benefit that pays for itself
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Issuetrak
IssueTrak is good at what it does, but we really needed some expanded functionality out of it that just hasn't organically happened. Having a 'real-time' update of Dashboards and tickets is a piece that is lacking, especially as our organization continues to grow. A lot of times you go to update a ticket and find out it has been altered/closed before you even hit the submit button. Being able to make charts/graphs of custom fields for Dashboard is a feature (that I feel) is long overdue. Also, the ability to capture address information / GPS coordinates to be displayed on a live map is also a feature we really wanted to see.
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Support Rating
BMC Software Inc.
They care about your success.
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Issuetrak
They were always very good at getting a timely answer to any questions I had and in cases where I actually needed support to step in and help, they always delivered. I was very happy with the support I received from them.
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Implementation Rating
BMC Software Inc.
Learning industry best practices or gaining insight on them from either BMC or an implementation partner would have saved some headaches we faced after roll-out.
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Issuetrak
No answers on this topic
Alternatives Considered
BMC Software Inc.
I previously worked with tools like Service Manager which were difficult to configure, administer and maintain. The support options were very limited. Remedyforce has local US support, dedicated reps, and a more developed infrastructure to work from to support an organization. This runs on the Salesforce platform so worrying about server failures and unscheduled outages was no longer going to be an issue for us. Self service, knowledge base, and change control were just a few highly utilized features that helped employees support themselves and automate very manual processes.
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Issuetrak
IssueTrak shines for basic ticket management and the format in which they display all the information is very well done. I'd highly recommend it to someone that is looking at trying to track information at a ground level (just starting out). While other solutions are not perfect by any means, we just find that it is lacking some key features that we had hoped would have been implemented over the years (IE: More flexibility with Dashboard reporting and custom fields, a way visually look at addresses and GPS coordinates on a display map, more of a real-time approach with data and completion, etc.) This need caused us to look at some other solutions that may fit the bill a little better in the future.
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Return on Investment
BMC Software Inc.
  • Remedyforce has allowed us to eliminate other solutions that provided similar features. By now using one true ITSM we have been able to save money which in higher education is always a concern.
  • The reports and dashboards allow for a birds-eye view of our daily operations and provide managers and executives the information they need to make important cost saving decisions.
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Issuetrak
  • Made tracking individual service changes, adds, deletions, and trouble-ticket very easy to manage.
  • We migrated from a paper-based work order system to completely digital and online, thus cutting down on a lot of unneeded printouts.
  • Was able to actually validate and see the performance of users and what they were contributing to the department on a daily, weekly, and monthly basis in terms of work performance.
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ScreenShots

BMC Helix Remedyforce Screenshots

Screenshot of Screenshot of

Issuetrak Screenshots

Screenshot of Issuetrak DashboardScreenshot of Issuetrak IssueHubScreenshot of Issuetrak Settings LightboxScreenshot of Issuetrak Issue SubmissionScreenshot of Issuetrak View Issue